Program Management Lead

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At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!

Role Overview

As the QA Program Manager, you are at the center of a top priority Quality programs for GOC across a breadth of workflows. You will act as the PoC to execute the org transformation program, uplevel org capability, centralize specialized technical enablement and Governance for the QA org, and establish org-wide best practices by working with several xFN stakeholders - both internal & external.

Position Responsibilities

Closely partner with GOC QA leads and Workflow leads to:

• Centralize Org Governance: Establish global governance standards and ongoing process adherence checks (project precision maintenance) across workflows, to mitigate QA gaming/business risks, including the delivery of best practices for sampling and auditing. 
• Data, Metrics & Insights: Owns the Global Quality Dashboard (GQD) BRDs, centralizing data views, standardizing metrics and AI-driven insights across verticals.
• QA Transformation Program Delivery:  Manage the multi-year QA transformation program roll out Deliver a plan for upleveling QA programs across workflows.
• AI Implementation: Delivery of org-specific AI & Automation roadmap, in partnership with ITO/PA Stakeholders, including writing PRDs for QA tools/systems.
• Provide operational and strategic updates to Google and GOC leaders through QBRs, MBRs and other reviews.
• Define QA strategy for new programs; Develop QA frameworks for new and existing programs.
• Establish organizational best practices and implement standardization across the org.

Minimum Qualifications 

• Excellent written and verbal communication skills 
• Minimum BA/BS degree or equivalent practical experience with a strong record program, project or product management experience.
• 10+ years of experience in Quality Assurance with demonstrated experience in designing and implementing QA frameworks. 
• At least 5 years of experience in customer support and a deep understanding of customer experience frameworks.
• Analytical mindset, with the ability to recommend and lead transformational process improvements.
• Program/Project/Product Management skills and proven delivery of global projects.

Preferred Qualifications 

• Experience with technical projects and/or product management, and the ability to translate business requirements into PRDs.
• Six Sigma Green/Black Belt
• Experience in leading org-wide strategy and OKRs
• Highly responsible with the ability to prioritize high volumes of work

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage

• We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums

• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences

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Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.

To all recruitment agencies: Google Operations Center (GOC) does not accept agency resumes. Please do not forward resumes to our jobs alias, GOC employees, or any other organization location. GOC  is not responsible for any fees related to unsolicited resumes.

Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at goc-candidate-global@googleoperationscenter.com.